IT Production Support Engineer

Note: No Subcontracting.

Description:

• Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues.
• Ability to troubleshoot intricate technical problems across various systems and platforms.
• Proficient in utilizing debugging tools and techniques to identify root causes.

Team Leadership:

• Leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management.
• Coaching and developing technical skills of team members through knowledge sharing and training sessions.
• Performance monitoring and feedback to optimize team efficiency.
• Customer Interaction:
• Acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions.
• Communicating effectively with customers to understand their needs and manage expectations.
• Proactively identifying potential customer concerns and taking preventive measures.

Incident Management:

• Managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues.
• Performing root cause analysis to prevent recurring problems and implement corrective actions.
• Maintaining accurate documentation of incidents and resolutions in the ticketing system.

Knowledge Base Development:

• Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team.
• Sharing best practices and technical knowledge within the support team.

Process Improvement:

• Identifying opportunities to streamline support processes, optimize workflows, and improve overall efficiency.
• Contributing to the development of new support tools and procedures.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field.
• Must have 8+ years of experience in L2 function supporting Order to Cash business function.
• Strong Tools & Scripting knowledge (e.g., Service Now, MySQL, Postman, GSuite etc.,) for troubleshooting & reporting purposes.
• Excellent problem-solving and analytical skills
• Exceptional communication and interpersonal skills to effectively interact with customers and technical teams
• Ability to work under pressure and manage multiple priorities effectively
• Experience in leading and mentoring technical support teams
• Proficiency in ticketing systems and knowledge base tools
• Maintain agreed SLA's, MTTA and MTTR.
• Required to work in the shift model to provide global and on-call support.
• Certifications, domain knowledge: Salesforce, SAP, Java